See what’s new in Genesys Cloud FedRAMP region

View current and past releases below.

Genesys Cloud FedRAMP region – February 28, 2024 New

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Improved native voice transcription accuracy for German

Customer engagement

  • Predictive engagement new and replaced operators
  • Increased number of outcomes limit
  • ACD conferences
  • Knowledge articles in Messenger 
  • Introducing homescreen configuration for Messenger
  • Specify queue in scheduled callbacks

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Genesys Cloud FedRAMP region – February 21, 2024

Account management

  • Change password set/reset workflow
  • Password policy minimum requirements

Customer engagement

  • Digital channels participant information update

Data, analytics, and reporting

  • Improved native voice transcription accuracy for French languages
  • Improved sentiment analysis for English languages
  • Notification API voice transcription number normalcy for English languages

Self service and automation

  • Knowledge workbench V2

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Genesys Cloud FedRAMP region – February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Enhanced external contacts data access control for agents

Data, analytics and reporting

  • Improved native voice transcription accuracy for Spanish

Workforce engagement

  • APIs to integrate external learning modules

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Genesys Cloud FedRAMP region – February 7, 2024

Customer engagement

  • Improved on-demand Messenger launcher visibility
  • Active Total Callback column in Performance views
  • Message routing admin page user interface enhancements

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Dutch
  • Topic miner queue selection increase

Resource center

  • Genesys Cloud release notes enhancements

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